Zendesk Integration - Require ability to create selective contacts

[TecRivulet]

Hi,

Integration with Zendesk worked but It is creating record for every call that lands on PBX, which is annoying. Instead one should be able to configure and create contacts only for those calls that would end landing in a queue and/or answered by an agent. Will be highly appreciable if anyone has found a solution to this.

Regards,
Raman

 

[edossantos]

Hello Raman,

Unfortunately that can't be customized. The contact lookup happens when the call arrives to 3CX, even before it's sent to the agent or queue, so we don't know who will answer this call.

If this is a problem, you might want to turn the contact creation feature off, and create contacts manually.

Regards.

 

[TecRivulet]

Hello,

Thanks for replying to my query. I'm wondering what all features could be used with the integration.

Thanka,
Raman